Elastogun
Client
My Role
🧑🎨
Product Designer
Tools
Project Background
Elastogun is a local tailoring shop that offers services ranging from simple alterations to cutting brand new outfits according to the customer's measurements. The entirety of their work must be done physically at the shop where the customer's presence is mandatory. This poses a significant issue for Elas tailors, especially when the COVID-19 pandemic has encouraged remote service provisions as the new norm and has drastically changed consumer's behaviour. With that in mind, the overall goal of the project is to ideate for a concept that can accommodate remote work and services for the tailoring industry and its customers.
My Contribution
As the Product Designer on the project, my role involved studying existing customer's needs to identify gaps in their current experiences, researching the intricacies of providing tailoring services by interviewing the shop owner and seamstresses and drive research data to generate a feasible remote solution for the shop's new digital product. Ultimately, I delivered for the client:
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Extensive research and survey results on their target customers.
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A streamlined solution to improve customer experience and seamstress' workflow in servicing clients.
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Conceptual UX/UI Design & proposal of a new mobile application for online tailoring solutions.
Customer Research
At the beginning of my research process, I decided to create and distribute a survey amongst 26 existing customers of the tailoring shop to generate initial insights and knowledge into the tailoring industry and its niche purchasing behaviour. My findings on customer's needs can be summarised into the following themes: digital tailoring service, risk assurance for incorrect alterations, tailor's credibility and data transparency on pricing, alteration records, order status & measurements.
Survey Results
Customer pain points involve lack of online tailoring shops, no risk assurance policies and having to physically travel to shop for placing orders & fittings.
93%
Customers prefer ordering tailoring service via mobile platforms than other device types.
Major customer needs include collection/delivery service, minimal fittings, live order tracking & reassurance on alteration quality
Discovery
To gain a wholesome view of the tailoring industry's service process, I decided to conduct semi-structured interviews with the shop owner and 2 seamstresses. Clear patterns emerged from the interviewee's insights where issues mainly arise from payment & collection methods, data management and customer complaints of incorrect alterations. Furthermore, the seamstresses even ideated potential solutions that could be derived as features on the platform.
My Users
I created a persona that depicts the tailoring shop's potential users based on survey responses where 73% of tailoring consumers are women and 75% hold busy jobs that have high standards for uniform requirements.
Pain Points
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Hassle in travelling to tailoring shop multiple times.
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Unsatisfied and fearful of incorrect alterations.
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No data transparency regarding order status, pricing & alteration records.
Problem Statements
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How might we transform tailoring into a one-stop remote service?
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How might we offer a risk averse option to assure customers regarding the tailor's service quality.
Solutions
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Design an end-to-end tailoring service mobile application.
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Add sample garment & order tracking features to enhance customer communication capabilities.
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Implement logistic function to remove customer's geographical constraints.
Storyboard
Key Features
User Profiles & Personalised Landing
Include account and database systems for customers to save their contact, address, order & .payment information as well as leverage their profile to generate customised sections in their homepage.
Order Details
Include guides in the ordering process for customers to input as many relevant details for the tailor and avoid any incorrect alterations.
Added "Sample Garment" sections to suggests customers in providing a similar clothing piece with their preferred measurements for tailors to reference. This would act as a guarantee policy if customers could accommodate this option.
Added "Summary" section for users to see their alteration prices upfront.
Live Order Tracking, Reporting & Chatting
Logistic tracking feature & convenient communication functions for both customers and tailors. Customers can view their order's progress and tailors can dynamically update and report their work (with photos/videos) for customers to review. This ensures transparency and accountability for both parties.
Expected Results
Gain Competitive Advantage
Remote tailoring service has yet to be developed into mobile applications in the current market.
Higher Customer Acquisition Rate
Can scale this remote tailoring service platform to acquire new customers at a wider geographical location since customer's physical presence is no longer an issue.
Potential Expansion
to eCommerce
Leverage the platform's payment system, order tracking and logistic management capabilities to setup store and generate new revenue stream.